1. Establishment and Operation of FarmMorning Customer Service 1) Establishment of customer service team and development of annual/monthly operation plans 2) Establishment and operation of CS response system ① FarmMorning Services: App usage for farmers, construction projects, agricultural product distribution, Smart Farm A/S ② Fresh Market Services: Consignment sales of fresh food to individual business owners (sellers) 3) Development of recruitment plans and execution of recruitment, interview, contract, and management tasks 4) Creation of response manuals and process standardization ① Operational channels: Phone, consultation chat, channel talk, bulletin board, email ② Create a manual with 'Notion' (for internal staff, customer differentiation) ③ Chatbot development: Utilization of Channel Talk support bots and KakaoTalk AI Builder 5) Management of content updates within the FarmMorning app2. Data/VOC Management 1) Establishment of operational KPIs and preparation of indicator management status 2) Preparation of indicator status data using SQL, BI Tool (Redash/Tableau), and Google Sheets 3) VOC management and activities for improving customer experience services (utilizing Asana, Jira, Slack, Braze, Notion, and Google Office)

1. Customer Service Task Data Analysis and Status Sharing 1) Analysis and documentation of data for various tasks ① Customer Consultations: Analysis of call, chat, and email consultation metrics, and sharing of monthly/daily major KPI statuses ② Chatbots: Analysis of chatbot metrics and status sharing ③ Task Support: Analysis of performance metrics for tasks such as non-face-to-face authentication, document verification, enforcement/recovery, provision of financial transaction information, credit management, foreign exchange support, various post-processing tasks 2) Development of dashboards using BI tools (Tableau) - Development of 65 new screens for Kakao Bank's Customer Service Team 3) Discovery of new indicators ① Call center indicators ② Bank task performance and authentication-related indicators ③ Credit product, post-management indicators for foreign exchange 4) Other task support ① Support for analysis requests for operational data and SQL query writing ② Provision of analysis data on event issues impact ③ Support for VOC improvement data analysis ④ Conducting open Excel training sessions for bank employees (60 participants, 6 hours each focusing on practical skills)2. Prediction of for Kakao Bank's Customer Service Team 1) Providing predictions on a monthly/weekly basis, broken down by day/hour, for staffing calculations and scheduling for subcontractors (4 companies) 2) Development and reporting of business plans for 2020-2021 (customer consultations, credit products, authentication tasks) 3) Ongoing ad hoc predictions due to operational changes 4) Support for the development of prediction systems3. Subcontractor SLA Management 1) Establishment and management of quarterly/monthly SLA plans for tasks such as video call ID monitoring and lifting limits on transactions for blocked accounts (with a team of 100) 2) Communication and data provision to encourage KPI achievement for field representatives.

1. Customer Consultation Data Analysis and Status Sharing 1) Data Analysis and Status Reporting by Task ① Customer Consultation: Analyze indicators related to call, chat, and email consultations, and compile and share daily/monthly key KPI status reports. ② Chatbot: Analyze chatbot indicators and share status updates. ③ Subcontractor QA Evaluation: Analyze and compile status reports for QA evaluations of subcontractors. 2) Provide Data Analysis Reports for Consultation Operations 3) Prepare and Conduct Monthly Review Reports for Kakao Bank Customer Service Center2. Forecasting Inquiry Volume and Staffing Needs for Kakao Bank Customer Service Center 1) Conduct forecasts by task (call, chat, email consultation, video call). 2) Provide daily/hourly workload and staffing forecasts on a monthly/weekly basis for calculating required personnel and scheduling for subcontractors.

1. Center Management and Operational Support 1) Support for Managing Center Operations - National Health Insurance Service, Hana Tour, Hana Bank, Kyung Hee University Medical Center, Telecommunications Association, Credit Counseling & Recovery Service, Han Kyung Hee Life ① SLA Management/Proposals and Client Communication ② Preparation of Payroll and Billing Documents ③ Preparation of Operational Reports for Various Situations ④ Office Training for Administrative Staff (4 sessions, 4 hours each) 2) Recruitment for Management Center Personnel 3) Responding to HR Inquiries for the Management Center2. Support for New Business Proposals - Proposal Writing : SME Distribution Center AS Center, Korea Environment Corporation, Lotte Duty-Free Shop, Gwangmyeong City Hall, Kyung Hee University Medical Center - Achievement: Awarded Contract with Kyung Hee University Medical Center3. Business Unit Profit and Loss Management 1) Consolidation of Business Unit Profit and Loss and Annual P&L Estimation Simulations 2) Conducting Employer Training Reimbursement Programs

1. Data Analysis and Status Sharing for Samsung Electronics Customer Center 1) Conduct Data Analysis by Task ① Perform data analysis and report daily/weekly/monthly status to achieve KPI targets. ② Provide requested data analysis reports for CS Team and Client. 2) Inbound Volume Forecasting and Staffing Scheduling ① Conduct monthly forecast discussions with client representatives. ② Develop annual/monthly recruitment and staffing plans and provide daily/hourly staffing schedules.2. Management of Center Seats & IT Equipment (Maintenance) 1) Manage center seats, IPs, and extensions, and handle equipment rentals (managing 250-350 seats regularly). 2) Perform PC maintenance/checks and in-house repairs.3. Management of Consultation Personnel 1) Performed as Weekend Team Leader at Samsung Electronics Customer Center (April 2012 – September 2012 / managed 2-30 people). 2) Performed as Weekend Team Leader at CJ HelloVision Customer Center (September 2013 – July 2013 / managed 15-20 people). 3) Performed as Weekend Chief at Samsung Electronics Customer Center (September 2016 – February 2017 / managed 6-70 people).4. Miscellaneous 1) Handled payroll processing and established incentive criteria for Samsung Electronics Customer Center employees (regular/contract). 2) Provided data analysis support for outsourced operation centers: Daum Kakao, Golfzon, Melon, Kyowon Life, Philips, First Data.